Denean Hopson
Perry,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Southwest Airlines
Dallas, Texas
02.2022 - 02.2025
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
Customer Service Representative
Verizon Wireless
Remote
01.2021 - 03.2022
- Assisted customers with product information and guided them through purchasing processes for a seamless experience.
- Utilized strong problem-solving skills to troubleshoot technical issues and provide solutions that met customer needs.
- Worked closely with other departments as needed, ensuring proper collaboration for successful issue resolution..
- Handled high-volume chat interactions during peak hours while maintaining a professional demeanor at all times.
- Managed multiple chat windows simultaneously while ensuring each interaction received personalized attention.
- Upheld strict confidentiality standards when handling sensitive personal information from customers during chats.
- Investigated and resolved customer inquiries and complaints quickly.
Service Center Representative
Sedgwick
Remote
06.2020 - 02.2022
- Tracks trends, investigates client feedback both internally and externally, and assists in developing corrective/preventative action
- Participates in cross-functional teams as required
- Assists in gathering/distribution of internal/external customer/product surveys
- Directs workflow and workload assignments for the team
- Communicates claims process with claimant and client either by phone and/or written correspondence
- Informs claimants of documentation required to process their claim, the required time frames, payment information and claim status either by phone, written correspondence and/or claims system
- Participates in and maintains a quality service culture within the customer service team
- Acts as a customer liaison by assisting the customer with problem resolution related to the application process and service; maintains professional client relationships.
Care Coordinator
Cardinal Health
Remote
06.2019 - 06.2020
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Escalates highly complex and difficult issues as needed to senior team members and individualize care leadership.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Coordinated discharge planning, ensuring a smooth transition from hospital to home or other facilities.
Correctional Officer
Department of Corrections
07.2017 - 08.2019
- Supervision of inmates and inmate activity in detention facilities
- Provides care and correctional treatment of inmates
- Enforces rules and regulations governing facility security, inmate conduct, and inmate accountability
- Provides emergency assistance as needed, including but not limited to CPR, first aid, escape of inmates, and evacuation procedures
- Coordinated inmate schedules for work assignments and counseling appointments.
Signal Support Specialist
United States Army
08.2017 - 11.2017
- Maintained system logs and manuals to document testing and operation of equipment
- Assembled, tested and maintained circuitry and electronic components, according to engineering instructions, technical manuals and knowledge of electronics, using hand and power tools
- Set up and operated specialized and standard test equipment to diagnose, test, and analyze performance of electronic components, assemblies, and systems
- Provided user applications and engineering support and recommendations for new and existing equipment with regard to installation, upgrades and enhancements.
Education
High School Diploma -
Taylor County High School
05.2016
AA -
North Florida Community College at Madison, FL
09.2024
Bachelor of Arts - Criminal Justice
Florida Agricultural And Mechanical University
Tallahassee, FLSkills
- Attentive Listening Skills
- Customer Engagement
- Efficient Data Management
- Analytical Problem Solving
- Skilled in Software Utilization
- Dispute Resolution
- Transaction Management
- Client Communication Skills
- Effective Telephone Communication
- Post-Interaction Engagement
- Customer Engagement via Live Chat
Certification
- Insurance Claim Adjuster, 2022
- Full Specialist, 08/01/19
Timeline
Customer Service Representative
Southwest Airlines
02.2022 - 02.2025
Customer Service Representative
Verizon Wireless
01.2021 - 03.2022
Service Center Representative
Sedgwick
06.2020 - 02.2022
Care Coordinator
Cardinal Health
06.2019 - 06.2020
Signal Support Specialist
United States Army
08.2017 - 11.2017
Correctional Officer
Department of Corrections
07.2017 - 08.2019
AA -
North Florida Community College at Madison, FL
Bachelor of Arts - Criminal Justice
Florida Agricultural And Mechanical University
High School Diploma -
Taylor County High School